CITIZEN’S CHARTER
EMPLOYEES’ PROVIDENT FUND ORGANISATION
MINISTRY OF LABOUR & EMPLOYMENT
BHAVISHYA NIDHI BHAWAN, 14, BHIKAIJI CAMA PLACE
NEW DELHI 110066.
www.epfindia.gov.in
2012
VISION
Employees’ Provident Fund Organisation has a vision to reposition itself as
a World Class Social Security Organisation providing world class service to:
Reduce the time for settlement of claims from 30 days at present to 3 days
Provide hassle free service to the subscribers from the EPFO offices.
Ensure that all the covered establishments are complying with the requirement of the statute
Encourage and promote the voluntary compliance
Monthly updation of member account
On line access to member account
MISSION
Our mission is to extend the reach and Quality of publicly managed old-age
Income security programs through consistent and ever-improving standards of
compliance and benefit delivery in a manner that wins the approval and confidence
of members in our methods, fairness, honesty and integrity, thereby contributing to
the economic and social well-being of members.
SERVICE STANDARDS
S. NO MAIN SERVICES STANDARD
1 SETTLEMENT OF FORM 19 30 DAYS
2 SETTLEMENT OF FORM 31 30 DAYS
3 SETTLEMENT OF FORM 13 30 DAYS
4 SETTLEMENT OF FORM 14 30 DAYS
5 SETTLEMENT OF FORM 20 30 DAYS
6 SETTLEMENT OF FORM 10D 30 DAYS
7 SETTLEMENT OF FORM 10C 30 DAYS
8 SETTLEMENT OF FORM 5IF 30 DAYS
9 ISSUE OF ANNUAL ACCOUNTS SLIPS BY 30TH SEPTEMBER
OF THE FOLLOWING
YEAR
10 REDRESSAL OF GRIEVANCES 30 DAYS

RIGHTS OF EMPLOYEES/MEMBERS
RIGHT TO MEMBERSHIP OF PF, PENSION AND EDLI SCHEMES FOR
EVERY EMPLOYEE OF COVERED ESTABLISHMENT SUBJECT TO
SCHEME PROVISIONS.
TO RECEIVE ANNUAL STATEMENT OF PROVIDENT FUND REGULARLY
TO OBTAIN CLAIM FORM FREE OF COST FROM ANY PROVIDENT FUND OFFICE
TO OBTAIN ASSISTANCE/GUIDANCE IN FILLING UP FORMS
TO SUBMIT CLAIM APPLICATIOINS AND OBTAIN ACKNOWLEDGEMENT
TO GET PARTIAL WITHDRAWALS FROM PROVIDENT FUND
SETTLED WITHIN A MAXIMUM PERIOD OF 30 DAYS FOR SPECIFIED
PURPOSES
TO GET FINAL WITHDHRAWALS FROM PROVIDENT FUND SETTLED
WITHIN 30 DAYS FROM THE DATE OF SUBMISSION OF CLAIM
TO GET PROVIDENT FUND ACCUMULATIONS TRANSFERRED TO
YOUR NEW ACCOUNT WITHIN 30 DAYS OF APPLICATION ON
CHANGE OF EMPLOYER
TO EXECUTE NOMINATION FOR RECEIVING PROVIDENT FUND
ACCUMULATIONS/PENSION
TO REGISTER GRIEVANCE AND GET REDRESSAL WITHIN 30 DAYS
TO APPROACH ANY OFFICER FOR REDRESS OF GRIEVANCE FOR
ESTABLISHMENTS UNDER HIS JURISDICTION INCLUDING
EXEMPTED ESTABLISHMENTS WITHOUT PRIOR APPOINTMENT
TO RECEIVE MONTHLY PAYMENT OF PENSION UNDER THE
SCHEME
RIGHTS OF EMPLOYERS
TO DEMAND FROM THE VISITING ENFORCEMENT OFFICER AN ID
CARD
TO GET BUSINESS NUMBER ALLOTTED FOR COMPLYING WITH
THE PROVISION OF LAW
TO APPROACH EPFO & SEEK CLARIFICATION/GUIDANCE
RELATING TO PROVIDENT FUND MATTERS
TO GET VARIOUS FORMS FREE OF COST
GRIEVANCE REDRESS MECHANISM
Name and contact details of Public Grievance Officer:
ADDITIONAL CENTRAL COMMISSIONER, CSD
EMPLOYEES’ PROVIDENT FUND ORGANISATION
BHAVISHYA NIDHI BHAWAN, 14, BHIKAIJI CAMA PLACE
NEW DELHI 110066.
(Phone number available on www.epfindia.gov.in)
URL to lodge grievance:
www.epfigms.gov.in
www.pgportal.gov.in
Response to be expected by persons lodging the grievance:
EPFO has notified general time limit of 30 days for settlement of claim. In case a
grievance is lodged through the epfigms, time line fixed for redress is 30 days. In
case of non redress, the grievance is escalated to next higher office.
If the member has mentioned his/her e-mail id, acknowledgement as well as
response is also reported through the mail.
There is also provision to reply on the address of the member through hard copy.
Timeline for redress:
30 days.
Stakeholders/Clients:
The service standards mentioned in the three Schemes under the EPF and M
P Act, 1952 are as per the decisions of the CBT members which has
representatives from the employee and employer associations.
Responsibility centers and Subordinate organizations:
List of all EPFO Offices is at Annexure A
Indicative expectations from the service recipients:
Members:
All claims shall be submitted with the required enclosures and duly attested
by the employer/authorized officer.
Employers:
The employer shall submit annual return by 30th April every year.
The employer shall submit every month return in Form 5 and details of
members leaving service in the preceding month.
The employer shall submit every month the details of account wise dues
every month.
The employer shall remit the dues account wise every month.
The employer shall attest the claim forms submitted by the
members/beneficiaries and forward it to EPFO Offices promptly as per scheme
provisions.
Month and Year for the next Review of the Charter:
After one year.
Note:(Details of the Act, Scheme, benefits, duties of employers and contractors are available on www.epfindia.gov.in)